Troubleshooting

Common issues and how to resolve them.

Project Setup

Wizard won't let me proceed to the next step

Each wizard step has validation requirements:

• Step 1 (Project): Project name must not be empty. Each screen needs a name, panel type, and grid size greater than 0.
• Step 2 (Processing): A processor, bit depth, and frame rate must be selected. If compatible switches are available, one must be chosen.
• Step 3 (Video Sources): At least one video source with a name and resolution greater than 0.
• Step 4 (Power): Voltage and max amps must be greater than 0.

Screens aren't showing content

Make sure:

1. The screen is linked to a surface instance (in the Screens panel dropdown)
2. The surface has a source assigned (not set to "No Source")
3. The surface instance is on the correct video source

String count seems wrong

String count depends on:

• The processor's pixel capacity at your chosen bit depth and frame rate
• The pixel count per panel
• The wiring pattern (isolated patterns create more strings)

Check the processor capacity in the Processor panel — changing bit depth or frame rate will change the pixels-per-port limit and thus the string count.

Multi-processor screens not distributing correctly

If panels aren't distributing across processors as expected:

• Check the distribution mode (Fill vs Balance) in the screen's Processor section
• Verify the processor order — use the up/down arrows to reorder processors, as the order determines string sequencing
• Ensure all assigned processors use the same processor type

Weight estimates seem off

Weight values come from the equipment library's per-panel specs:

• If a panel type has no weight data in the library, it shows a dash instead of a number
• Cable weights are estimates based on standard Cat5e (data) and 14/3 AWG (power) cable profiles
• All weights include a 10% safety margin
• Weights do not include hanging hardware, rigging, ground stacking frames, or other accessories

Views

3D View is slow or laggy

• Ensure hardware acceleration is enabled in your browser
• Try reducing the browser window size
• Close other GPU-intensive applications
• In quad view mode, consider using single view for complex projects

Panels are overlapping in the Mapping view

Use the Auto-Pack button in the mapping toolbar to automatically arrange all screens without overlap.

External output window shows black

• Verify that surfaces have content assigned
• Check that the video source selected in the external window matches your configured video sources
• Ensure the surface instances are positioned within the video source bounds

Export

PDF export is not available

PDF export requires a Pro plan or higher. Check your subscription in the account settings.

DXF export is not available

DXF export requires a Studio plan. Check your subscription in the account settings.

Shared link shows old data

Shares are snapshots created at a specific point in time. To share updated data, create a new share link.

Performance

FPS is below 60

• Check that hardware acceleration is enabled in your browser settings
• Close unnecessary browser tabs
• For the desktop app, ensure your GPU drivers are up to date
• Try single view mode instead of dual or quad
• Reduce the number of animated test patterns running simultaneously

Video playback is choppy

• Check the video file format — MP4 with H.264 is most widely supported
• Reduce video resolution if it exceeds your output resolution
• Ensure the browser has sufficient memory available

Account

Can't save to cloud

• Verify you're logged in (check the user menu in the top right)
• Check your internet connection
• If the error persists, try downloading the project as JSON as a backup

Subscription features not working

• Log out and log back in to refresh your subscription status
• Check your billing page to verify the subscription is active
• Allow a few moments after subscribing for the features to activate